When a request is placed in Edit mode, the Service Hierarchy Browser (also known as the SHB or sidebar) opens automatically to provide information that may help the specialist with the request. For example, the SHB presents the knowledge articles, known errors and recently implemented changes for the service that is relevant to the request. For an incident, the SHB also lists the other open incidents that are linked to the same service instance.
To make sure specialists are informed when they open a request that is linked to a service instance for which a major incident is currently open, the SHB now displays the major incident icon for such requests.
When the major incident status is ‘Proposed’, the icon is orange. As soon as the major is incident is ‘Accepted’ the color of the major incident icon turns red.
A Letter From Our CEO: What I've Learned, What I Believe, and Where We're Headed Together
When I joined Xurrent as CEO in February, I made a commitment to myself before I made any commitments publicly: I would listen before I led. I would get in front of customers, sit down with our partners, and spend real time with the incredible team that built this platform — before I said a word about where I thought we were going.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.